Charge 5 blank screen and unresponsive

[Carole.K]

My charge 5 stopped working yesterday, the screen is blank and it won't charge. Ot was showing as having ,14% battery when the screen went blank but does not vibrate when plugged in. I have cleaned all the contacts and tried pressing the reset button on the charging cable as advised. Nothing has worked. When I try to contact customer support it just goes round in circles. Any advice on how to access support/get it working again would be appreciated. 

Moderator edit: edited title to clarity.

[CrisVillaFitbit]

Hello, @Carole.K, welcome to the Fitbit Community.

Thanks for letting me know about this situation in regards to your Charge 5 not charging and so having a blank screen, I understand how you can feel, I'll do my best to help you.

I appreciate your efforts with the steps you followed, can you confirm if you followed the instructions that correspond to our dedicated article Why isn't my Fitbit device's battery charging? I asked you since, in our experience, following all the steps in this article improves the situation, check it out and if you haven't followed any of these steps, please do so.

[Carole.K]

Yes, I followed the steps advised but my device had a charge of 14% when it shuts down, the screen has been blank since and it won't charge. It is now not found in the app so I believe the device is faulty.